Voice recognition and machine learning make service bots better.
We are on the cusp of a technological revolution whereby increasingly sophisticated tasks can be handed over from humans to machines. Organizations are embracing advancements in artificial intelligence, robotics, and natural language technology to adopt platforms that can “learn” from experience and actually interact with users. The next wave of these chatbots will have enhanced real-time data analytics and automation capabilities and the ability to integrate intelligence across multiple digital channels to engage customers in natural conversations using voice or text.
So what will the integration of this technology mean for you as a customer? When you have a question about a product or service, you will be presented with the best agent, who possesses the entire company’s collective experience and a huge wealth of knowledge to address your issue.
Think about what happens today when you call your bank or the help desk of an ecommerce site. In most cases, you reach a recorded message asking you to select the reason for your call and maybe prompting you to solve basic issues by going to the website instead.